IT Brief Asia logo
Technology news for Asia's largest enterprises
Story image

APAC consumers comfortable with human & AI-assisted contact centres

FYI, this story is more than a year old

Despite chatbots and social media attracting hype and focus within the contact centre, most customers still prefer to pick up the phone and speak to a live agent. That's according to a new study by Uniphore, which took the pulse of Asia Pacific and Singapore businesses and consumers.

According to the report, 54% of consumers feel angry, frustrated, or annoyed when they are put on hold when they call a contact centre. Wait times can be long, with some (39%) of Singapore respondents saying they are on hold for more than 30 minutes to get a response, and 36% saying their issue was not solved during the first call.

Despite such frustrations, 67% of consumers prefer to speak to a live agent when they have an issue - just 11.5% prefer chatbots for their first interactions - a clear messages that businesses should consider prioritising human contact.

The report notes that these frustrations could be missed opportunities for brands to deliver a better experience while building trust and loyalty.

Consumers also have high expectations when it comes to customer experience and they are comfortable with new technology and humans delivering it.

Consumers are open to trusting automation for better customer experiences such as post-email followups (38.3%) or post-call follow-ups (30%).

For contact centre agents, however, they would be overwhelmed if they did not have the help of automated tools such as artificial intelligence-based coworkers. Consumers, on the other hand, are mostly comfortable with receiving AI help in addition to human response.

In India, 78% of respondents feel comfortable with AI-assisted customer experience, followed by Vietnam (72.5%), Malaysia (43.3%), Indonesia (40.8%) and Singapore (20%).

“Contact centres are a lifeline for support on critical issues from healthcare to travel to commerce and one of the most powerful ways brands build customer loyalty,” explains Uniphore cofounder and APAC president Ravi Saraogi.

“However, many consumers today still feel undervalued at the same time as call centre agents feel overwhelmed and under resourced. We have the ability to change this and empower call centre agents with technology and support that enables them to truly hear the voice of the customer and deliver personalised and impactful answers and support.

Uniphore completed the study in January 2021. The study was administered online and included a random sampling of 1,210 adults from across Japan and Asia-Pacific with representation across all age groups between 18 to 65+. Results were weighted to represent the overall population.

Related stories
Top stories
Story image
Cloud Security
DDLS joins the Offensive Security Global Partner programme
DDLS will provide OffSec training products in A/NZ, including penetration testing, cloud security, web application, exploit development and security operations.
Story image
Cybersecurity
Spike in demand for cybersecurity training amid skills shortage
"Organisations cannot just rely on cybersecurity professionals to safeguard the businesses’ infrastructure and protect their data."
Story image
Network Management
VMware announces CSP product innovations and partnerships
These additions enable CSPs to modernise networks and accelerate 5G core, RAN and edge deployments and lifecycle management.
Story image
eCommerce
New FedEx report reveals biggest trends in eCommerce
The report shows that SMEs and consumers agree that there's room for further growth in the already booming eCommerce sector.
Story image
Web Development
Kafkawize joins Aiven to further open source journey
The acquisition signals Aiven's evolution from an open-source contributor to a steward of open-source communities. As part of this transition, Kafkawize has also been renamed Klaw.
Story image
Artificial Intelligence
TeamViewer and Hyundai Motor sign new strategic partnership
TeamViewer and Hyundai Motor have signed a strategic partnership with the hopes of accelerating digital innovation within an automotive smart factory.
Story image
Sustainable IT
Adobe surveys sustainability at work in Hong Kong employees
The top three sustainability practices are reducing paper usage (46%), digital document storage and management (43%), and curbing electricity consumption (37%).
Story image
Cybersecurity
Best practices for industrial cyber resilience
Operational technology (OT) security is gaining more attention than ever before, but sufficient understanding of what it takes to prevent breaches is still lacking amongst many organisations.
Story image
Cloud Services
Workday shares a vision to transform the partner ecosystem
The firm will unveil an enhanced partner program in early 2023, including three consolidated tracks for innovation, go-to-market, and service partners.
Story image
Virtual Private Network
BT enhances global Cardway portfolio with Mako Networks
BT has announced a significant enhancement to its Cardway portfolio of payment solutions following the signing of a global agreement with Mako Networks.
Story image
Artificial Intelligence
Exclusive: Uniphore shares how Conversational AI can be the key to business success
Conversational AI and Automation are vital tools to help further promote organisational cohesion and communication, and Uniphore is leading the charge.
Story image
Cloud Services
Dell and Wind River transform telecom cloud deployments
Dell’s industry-first co-engineered solution with Wind River speeds the adoption of open, cloud-native network technologies.
AWS Marketplace
Whitepaper: A practical guide for mitigating risk in today’s modern applications
Link image
Story image
Artificial Intelligence
Zendesk adds AI capabilities to customer support solutions
Zendesk recently announced Intelligent Triage and Smart Assist, new artificial intelligence (AI) solutions empowering businesses with customer support.
Story image
IT Automation
Tech job moves - Adobe, Ambit, blueAPACHE, Cue & DC Blox
We round up all job appointments from September 26-,30 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Cloud
IBM releases Transformation Index to assist cloud innovation
IBM has released its Transformation Index: State of Cloud, commissioned by the company and conducted by an independent research firm.
Story image
Ransomware
Commonwealth tackling rising cybercrime threat in Asia
Ransomware, identity theft, and virtual security attacks identified as growing threats to security and economic growth.
Story image
Databricks
Qlik and Databricks partnership advances cloud analytics
Qlik has announced two significant enhancements to its partnership with Databricks that make it easier for customers to combine Qlik's solutions and Databricks.
Story image
Radio access network
Dell and Fujitsu team up on Open RAN solutions and initiatives
Dell Technologies and Fujitsu are working together to make it easier for CSPs to accelerate the adoption and simplify the deployment of Open RAN.
Story image
Microsoft
A deep dive into a Corporate Espionage operation
In the last few years, we have seen a dramatic shift in the level of sophistication of cyberattacks, mostly thanks to the introduction of the profit-sharing business model for financially motivated threat actors.
Story image
Tax
BlackLine adds tax hyperautomation capabilities to its solutions
The extension to BlackLine's intercompany solutions comes in response to organisations facing increasing intercompany tax scrutiny globally.
Story image
Firewall
Barracuda accelerates growth in its data protection business
Barracuda cloud-to-cloud backup protects against evolving cyber threats, such as ransomware, and is now transactable in the Azure Marketplace.
Story image
Malware
Black Lotus Labs discovers new, multipurpose malware
Black Lotus Labs, the threat intelligence team at Lumen, has discovered a new, rapidly growing, multipurpose malware written in the Go programming language.
Story image
Firewall
Forrester names Akamai as web application firewall leader
"We continually monitor and improve our capabilities to defend customers from new threats, while enabling customers to protect evolving attack surfaces."
Story image
Digital Transformation
How businesses can stay connected with their clients in a digital environment
Staying connected in a virtual world requires strong communication and collaboration, especially with many workplaces adopting a work-from-anywhere business model.
Story image
Microsoft
Yubico research finds concerning trends around authentication security practices
A new global survey from Yubico has found that 59% of employees still rely on usernames and passwords as the primary method to authenticate their accounts.
Story image
Subscriptions
Denodo targets mid-market with new subscription models
These new subscriptions will help mid-market companies to streamline data integration and accelerate speed to insights.
Story image
Data Protection
99% of security experts unhappy with tokenisation investment
Cybersecurity experts are looking for a solution that provides the strength of tokenisation while removing the friction that has accompanied it in the past.
Story image
Omnichannel
The need for purpose-built mobility in retail today
Against the backdrop of increasing competition, retailers are increasingly looking for ways in which they can take costs out of their business without sacrificing operational efficiencies.
Story image
Digital Transformation
NEC Corporation and Red Hat expand global collaboration
NEC Corporation and Red Hat have announced an expanded global collaboration to drive IT modernisation and digital transformation on Red Hat OpenShift.
Story image
Customer Relationship Management
NetSuite helps Australian bridal boutique to scale operations globally
Grace Loves Lace is now using Oracle NetSuite to create enhanced experiences for brides from Queensland, Australia, to locations worldwide. 
Story image
Cybersecurity
Continuous attack attempts discovered on Atlassian Confluence zero day
Following a coordinated disclosure of a zero-day vulnerability by Volexity in Atlassian Confluence, attackers went wild to exploit it.
Story image
Cybersecurity
Test your API Security with Infinite API Scanner
The effectiveness of API scanning technology can mean the difference between successful and unsuccessful programming outcomes, and often enterprises and IT leaders struggle to get it right.
Aws Marketplace
Learn how to implement a backup and recovery plan for a new generation of Kubernetes-based modern applications
Link image
Story image
Customer Relationship Management
Diagnostic: Does your tech stack up for growth?
It’s common for tech companies to encounter limitations in their tech stack as they experience growth. After all, at first, you only need to invest in systems to support the needs of an early-stage or single-entity business.
Story image
IT infrastructure
Kyndryl launches open solution, powered by co-creation
Kyndryl Vital is led by global teams of designers who work alongside customers and partners to define and solve complex problems with innovation.
Story image
Sustainable IT
Equinix commits US$50 million to advance digital inclusion
Establishes the Equinix Foundation, an employee-driven charitable organisation, to advance digital inclusion through grants and strategic partnerships.
Story image
Artificial Intelligence
Fortinet advances AIOps to aid the hybrid workforce
"We’re continuing our commitment to AI innovation by delivering AIOps capabilities across our robust portfolio of enterprise networking technology."
Story image
Cloud
MYOB provides efficiency boost with new inventory solution
Premium Inventory is an integrated solution that helps goods-based businesses improve efficiency, reduce costs and increase cashflow.
Story image
eCommerce
Customer loyalty drops when brands don't innovate - report
Customers are quick to flee slow-to-innovate brands with lagging commerce experiences, with millennials and Gen Z leading the migration.
Story image
Apple
Jamf shows intent to acquire mobile security firm ZecOps
This acquisition positions Jamf to help IT and security teams strengthen their organisation’s mobile security posture.